[ { "key": "Q6ZHIPTN", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/Q6ZHIPTN", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/Q6ZHIPTN", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Heje et al.", "parsedDate": "2007", "numChildren": 0 }, "data": { "key": "Q6ZHIPTN", "version": 1, "itemType": "journalArticle", "title": "Doctor and practice characteristics associated with differences in patient evaluations of general practice", "creators": [ { "creatorType": "author", "firstName": "Hanne N", "lastName": "Heje" }, { "creatorType": "author", "firstName": "Peter", "lastName": "Vedsted" }, { "creatorType": "author", "firstName": "Ineta", "lastName": "Sokolowski" }, { "creatorType": "author", "firstName": "Frede", "lastName": "Olesen" } ], "abstractNote": "BACKGROUND: Variation in patients' evaluation due to general practitioner (GP) and practice factors may provide information useful in a quality improvement context. However, the extent to which differences in patients' evaluation of the GPs are associated with differences in GP and practice characteristics must also be ascertained in order to facilitate comparison of adjusted patient evaluations between GPs. The aim of this study was to determine such associations in a setting where GPs serve a list of patients and act as gatekeepers. METHODS: We carried out a patient evaluation survey among voluntarily participating GPs using the EUROPEP questionnaire, which produced 28,260 patient evaluations (response rate 77.3%) of 365 GPs. In our analyses we compared the prevalence of positive evaluations in groups of GPs. RESULTS: Our principal finding was a negative association between the GP's age and the evaluation of all aspects, except accessibility. We also found an association between the way the practice was organised and the patients' evaluation of accessibility, with GPs in single-handed practices getting far the most positive evaluations. Long weekly working hours were associated with more positive evaluations of all dimensions except accessibility, whereas more than 0.5 full-time employees per GP, a higher number of listed patients per GP and working in a training practice were associated with negative evaluation of accessibility. CONCLUSION: GP characteristics are mainly associated with patients' experience of interpersonal aspects of care, while practice characteristics are associated with evaluation of accessibility. These differences need to be accounted for when comparing patient evaluations of different practices.", "publicationTitle": "BMC Health Services Research", "publisher": "", "place": "", "date": "2007", "volume": "7", "issue": "", "section": "", "partNumber": "", "partTitle": "", "pages": "46", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "BMC Health Serv Res", "DOI": "10.1186/1472-6963-7-46", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov.proxy.lib.wayne.edu/pubmed/17407605", "accessDate": "2010-09-29T04:25:14Z", "PMID": "", "PMCID": "", "ISSN": "1472-6963", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 17407605", "tags": [ { "tag": "Adolescent", "type": 1 }, { "tag": "Adult", "type": 1 }, { "tag": "Age Factors", "type": 1 }, { "tag": "Aged", "type": 1 }, { "tag": "Aged, 80 and over", "type": 1 }, { "tag": "Denmark", "type": 1 }, { "tag": "Family Practice", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Group Practice", "type": 1 }, { "tag": "Health Care Surveys", "type": 1 }, { "tag": "Health Services Accessibility", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Middle Aged", "type": 1 }, { "tag": "Office Visits", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Physician-Patient Relations", "type": 1 }, { "tag": "Physicians, Family", "type": 1 }, { "tag": "Private Practice", "type": 1 }, { "tag": "Reproducibility of Results", "type": 1 } ], "collections": [ "IBDU23V2" ], "relations": {}, "dateAdded": "2010-09-29T04:25:14Z", "dateModified": "2010-09-29T04:25:14Z" } }, { "key": "KZU9EUV6", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/KZU9EUV6", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/KZU9EUV6", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Feddock et al.", "parsedDate": "2005-03", "numChildren": 0 }, "data": { "key": "KZU9EUV6", "version": 1, "itemType": "journalArticle", "title": "Can physicians improve patient satisfaction with long waiting times?", "creators": [ { "creatorType": "author", "firstName": "Christopher A", "lastName": "Feddock" }, { "creatorType": "author", "firstName": "Andrew R", "lastName": "Hoellein" }, { "creatorType": "author", "firstName": "Charles H", "lastName": "Griffith" }, { "creatorType": "author", "firstName": "John F", "lastName": "Wilson" }, { "creatorType": "author", "firstName": "Jennifer L", "lastName": "Bowerman" }, { "creatorType": "author", "firstName": "Natasha S", "lastName": "Becker" }, { "creatorType": "author", "firstName": "Timothy S", "lastName": "Caudill" } ], "abstractNote": "The purpose of our study was to determine how time spent with the physician might be related to patient dissatisfaction with their waiting time. During a 2-month period, patients in our internal medicine resident continuity clinic completed a survey assessing their satisfaction with their waiting time and their estimates of their waiting time and time spent with the resident physician. For patients with long waiting times (more than 15 min in the waiting room or more than 10 min in the exam room), patient dissatisfaction with waiting time was associated with a shorter physician visit (48% were dissatisfied if the physician spent less than 15 min vs. 18% if the physician spent more than 15 min with them, p = .03). These data suggest that physicians can mediate the negative effects of long waiting times by spending more time with their patients. Future studies on patient satisfaction should consider this interaction.", "publicationTitle": "Evaluation & the Health Professions", "publisher": "", "place": "", "date": "Mar 2005", "volume": "28", "issue": "1", "section": "", "partNumber": "", "partTitle": "", "pages": "40-52", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Eval Health Prof", "DOI": "10.1177/0163278704273084", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov.proxy.lib.wayne.edu/pubmed/15677386", "accessDate": "2010-09-29T04:25:05Z", "PMID": "", "PMCID": "", "ISSN": "0163-2787", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 15677386", "tags": [ { "tag": "Academic Medical Centers", "type": 1 }, { "tag": "Appointments and Schedules", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Internal Medicine", "type": 1 }, { "tag": "Kentucky", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Physician-Patient Relations", "type": 1 }, { "tag": "Time and Motion Studies", "type": 1 }, { "tag": "Waiting Lists", "type": 1 } ], "collections": [ "IBDU23V2" ], "relations": {}, "dateAdded": "2010-09-29T04:25:05Z", "dateModified": "2010-09-29T04:25:05Z" } }, { "key": "5EKBJUAD", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/5EKBJUAD", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/5EKBJUAD", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Jackson et al.", "parsedDate": "2001-02", "numChildren": 0 }, "data": { "key": "5EKBJUAD", "version": 1, "itemType": "journalArticle", "title": "Predictors of patient satisfaction", "creators": [ { "creatorType": "author", "firstName": "J L", "lastName": "Jackson" }, { "creatorType": "author", "firstName": "J", "lastName": "Chamberlin" }, { "creatorType": "author", "firstName": "K", "lastName": "Kroenke" } ], "abstractNote": "Correlates of patient satisfaction at varying points in time were assessed using a survey with 2-week and 3-month follow-up in a general medicine walk-in clinic, in USA. Five hundred adults presenting with a physical symptom, seen by one of 38 participating clinicians were surveyed and the following measurements were taken into account: patient symptom characteristics, symptom-related expectations, functional status (Medical Outcomes Study Short-Form Health Survey [SF-6]), mental disorders (PRIME-MD), symptom resolution, unmet expectations, satisfaction (RAND 9-item survey), visit costs and health utilization. Physician perception of difficulty (Difficult Doctor Patient Relationship Questionnaire), and Physician Belief Scale. Immediately after the visit, 260 (52%) patients were fully satisfied with their care, increasing to 59% at 2 weeks and 63% by 3 months. Patients older than 65 and those with better functional status were more likely to be satisfied. At all time points, the presence of unmet expectations markedly decreased satisfaction: immediately post-visit (OR: 0.14, 95% CI: 0.07-0.30), 2-week (OR: 0.07, 95% CI: 0.04-0.13) and 3-month (OR: 0.05, 95% CI: 0.03-0.09). Other independent variables predicting immediate after visit satisfaction included receiving an explanation of the likely cause as well as expected duration of the presenting symptom. At 2 weeks and 3 months, experiencing symptomatic improvement increased satisfaction while additional visits (actual or anticipated) for the same symptom decreased satisfaction. A lack of unmet expectations was a powerful predictor of satisfaction at all time-points. Immediately post-visit, other predictors of satisfaction reflected aspects of patient doctor communication (receiving an explanation of the symptom cause, likely duration, lack of unmet expectations), while 2-week and 3-month satisfaction reflected aspects of symptom outcome (symptom resolution, need for repeat visits, functional status). Patient satisfaction surveys need to carefully consider the sampling time frame as well as adjust for pertinent patient characteristics.", "publicationTitle": "Social Science & Medicine (1982)", "publisher": "", "place": "", "date": "Feb 2001", "volume": "52", "issue": "4", "section": "", "partNumber": "", "partTitle": "", "pages": "609-620", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Soc Sci Med", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov.proxy.lib.wayne.edu/pubmed/11206657", "accessDate": "2010-09-29T04:24:13Z", "PMID": "", "PMCID": "", "ISSN": "0277-9536", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 11206657", "tags": [ { "tag": "Adult", "type": 1 }, { "tag": "Aged", "type": 1 }, { "tag": "Analysis of Variance", "type": 1 }, { "tag": "Attitude of Health Personnel", "type": 1 }, { "tag": "Data Collection", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Follow-Up Studies", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Maryland", "type": 1 }, { "tag": "Middle Aged", "type": 1 }, { "tag": "Multivariate Analysis", "type": 1 }, { "tag": "Outpatient Clinics, Hospital", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Physician-Patient Relations", "type": 1 }, { "tag": "Questionnaires", "type": 1 }, { "tag": "Statistics, Nonparametric", "type": 1 } ], "collections": [ "IBDU23V2" ], "relations": {}, "dateAdded": "2010-09-29T04:24:13Z", "dateModified": "2010-09-29T04:24:13Z" } }, { "key": "QIX9EBNZ", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/QIX9EBNZ", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/QIX9EBNZ", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Anderson et al.", "parsedDate": "2007", "numChildren": 0 }, "data": { "key": "QIX9EBNZ", "version": 1, "itemType": "journalArticle", "title": "Willing to wait?: the influence of patient wait time on satisfaction with primary care", "creators": [ { "creatorType": "author", "firstName": "Roger T", "lastName": "Anderson" }, { "creatorType": "author", "firstName": "Fabian T", "lastName": "Camacho" }, { "creatorType": "author", "firstName": "Rajesh", "lastName": "Balkrishnan" } ], "abstractNote": "BACKGROUND: This study examined the relationship between patient waiting time and willingness to return for care and patient satisfaction ratings with primary care physicians. METHODS: Cross-sectional survey data on a convenience sample of 5,030 patients who rated their physicians on a web-based survey developed to collect detailed information on patient experiences with health care. The survey included self-reported information on wait times, time spent with doctor, and patient satisfaction. RESULTS: Longer waiting times were associated with lower patient satisfaction (p < 0.05), however, time spent with the physician was the strongest predictor of patient satisfaction. The decrement in satisfaction associated with long waiting times is substantially reduced with increased time spent with the physician (5 minutes or more). Importantly, the combination of long waiting time to see the doctor and having a short doctor visit is associated with very low overall patient satisfaction. CONCLUSION: The time spent with the physician is a stronger predictor of patient satisfaction than is the time spent in the waiting room. These results suggest that shortening patient waiting times at the expense of time spent with the patient to improve patient satisfaction scores would be counter-productive.", "publicationTitle": "BMC Health Services Research", "publisher": "", "place": "", "date": "2007", "volume": "7", "issue": "", "section": "", "partNumber": "", "partTitle": "", "pages": "31", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "BMC Health Serv Res", "DOI": "10.1186/1472-6963-7-31", "citationKey": "", "url": "http://www.biomedcentral.com/1472-6963/7/31", "accessDate": "2010-05-18T19:36:04Z", "PMID": "", "PMCID": "", "ISSN": "1472-6963", "archive": "", "archiveLocation": "", "shortTitle": "Willing to wait?", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 17328807", "tags": [ { "tag": "Adolescent", "type": 1 }, { "tag": "Adult", "type": 1 }, { "tag": "Aged", "type": 1 }, { "tag": "Cross-Sectional Studies", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Logistic Models", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Middle Aged", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Physician-Patient Relations", "type": 1 }, { "tag": "Primary Health Care", "type": 1 }, { "tag": "Time Factors", "type": 1 }, { "tag": "United States", "type": 1 } ], "collections": [], "relations": { "owl:sameAs": "http://zotero.org/groups/23639/items/9Z6SIWGH" }, "dateAdded": "2010-09-29T04:22:45Z", "dateModified": "2010-09-29T04:22:45Z" } }, { "key": "V36JHJSG", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/V36JHJSG", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/V36JHJSG", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Gross et al.", "parsedDate": "1998-08", "numChildren": 0 }, "data": { "key": "V36JHJSG", "version": 1, "itemType": "journalArticle", "title": "Patient satisfaction with time spent with their physician", "creators": [ { "creatorType": "author", "firstName": "D A", "lastName": "Gross" }, { "creatorType": "author", "firstName": "S J", "lastName": "Zyzanski" }, { "creatorType": "author", "firstName": "E A", "lastName": "Borawski" }, { "creatorType": "author", "firstName": "R D", "lastName": "Cebul" }, { "creatorType": "author", "firstName": "K C", "lastName": "Stange" } ], "abstractNote": "BACKGROUND: We examined the variables related to patient satisfaction with the time spent with their family physician during the office visit. METHODS: Research nurses directly observed consecutive patient visits to 138 family physicians in 84 practices. Analyses examined sequential models of the association of patient and physician characteristics, visit type and length, and time use during visits, with patients' satisfaction with the amount of time spent with their physician. RESULTS: Among 2315 visit by adult patients returning questionnaires, patient satisfaction with the time spent with their physician was high and strongly linked to longer visits (P < 001). After controlling for visit duration, greater patient satisfaction with time spent was associated with older patient age, white race, better perceived health status, visits for well care, and visits with a greater proportion of the visit spent chatting. The physician's discussion of test results or findings from the physical examination was associated with greater satisfaction with time spent for visits longer than 15 minutes, but with less satisfaction with time spent for shorter visits. CONCLUSIONS: Physicians can enhance patient satisfaction with the amount of time spent during an office visit by spending a small proportion of time chatting about nonmedical topics, and by allowing sufficient time for exchange with the patient is feedback is necessary.", "publicationTitle": "The Journal of Family Practice", "publisher": "", "place": "", "date": "Aug 1998", "volume": "47", "issue": "2", "section": "", "partNumber": "", "partTitle": "", "pages": "133-137", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "J Fam Pract", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov.proxy.lib.wayne.edu/pubmed/9722801", "accessDate": "2010-09-29T04:19:24Z", "PMID": "", "PMCID": "", "ISSN": "0094-3509", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 9722801", "tags": [ { "tag": "Adult", "type": 1 }, { "tag": "Family Practice", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Office Visits", "type": 1 }, { "tag": "Ohio", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Physician-Patient Relations", "type": 1 }, { "tag": "Time Factors", "type": 1 } ], "collections": [ "IBDU23V2" ], "relations": {}, "dateAdded": "2010-09-29T04:19:24Z", "dateModified": "2010-09-29T04:19:24Z" } }, { "key": "VATIDSJV", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/VATIDSJV", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/VATIDSJV", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Mead and Bower", "parsedDate": "2000-10", "numChildren": 0 }, "data": { "key": "VATIDSJV", "version": 1, "itemType": "journalArticle", "title": "Patient-centredness: a conceptual framework and review of the empirical literature", "creators": [ { "creatorType": "author", "firstName": "N", "lastName": "Mead" }, { "creatorType": "author", "firstName": "P", "lastName": "Bower" } ], "abstractNote": "A 'patient-centred' approach is increasingly regarded as crucial for the delivery of high quality care by doctors. However, there is considerable ambiguity concerning the exact meaning of the term and the optimum method of measuring the process and outcomes of patient-centred care. This paper reviews the conceptual and empirical literature in order to develop a model of the various aspects of the doctor-patient relationship encompassed by the concept of 'patient-centredness' and to assess the advantages and disadvantages of alternative methods of measurement. Five conceptual dimensions are identified: biopsychosocial perspective; 'patient-as-person'; sharing power and responsibility; therapeutic alliance; and 'doctor-as-person'. Two main approaches to measurement are evaluated: self-report instruments and external observation methods. A number of recommendations concerning the measurement of patient-centredness are made.", "publicationTitle": "Social Science & Medicine (1982)", "publisher": "", "place": "", "date": "Oct 2000", "volume": "51", "issue": "7", "section": "", "partNumber": "", "partTitle": "", "pages": "1087-1110", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Soc Sci Med", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov.proxy.lib.wayne.edu/pubmed/11005395", "accessDate": "2010-09-29T04:18:50Z", "PMID": "", "PMCID": "", "ISSN": "0277-9536", "archive": "", "archiveLocation": "", "shortTitle": "Patient-centredness", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 11005395", "tags": [ { "tag": "Attitude to Health", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Models, Theoretical", "type": 1 }, { "tag": "Patient Participation", "type": 1 }, { "tag": "Patient-Centered Care", "type": 1 }, { "tag": "Physician-Patient Relations", "type": 1 }, { "tag": "Process Assessment (Health Care)", "type": 1 } ], "collections": [ "IBDU23V2" ], "relations": {}, "dateAdded": "2010-09-29T04:18:50Z", "dateModified": "2010-09-29T04:18:50Z" } }, { "key": "2CNZ6SPU", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/2CNZ6SPU", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/2CNZ6SPU", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Messner", "parsedDate": "1993-08", "numChildren": 0 }, "data": { "key": "2CNZ6SPU", "version": 1, "itemType": "journalArticle", "title": "What patients really want from their nurses", "creators": [ { "creatorType": "author", "firstName": "R L", "lastName": "Messner" } ], "abstractNote": "", "publicationTitle": "The American Journal of Nursing", "publisher": "", "place": "", "date": "Aug 1993", "volume": "93", "issue": "8", "section": "", "partNumber": "", "partTitle": "", "pages": "38-41", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Am J Nurs", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov.proxy.lib.wayne.edu/pubmed/8256834", "accessDate": "2010-09-29T04:02:20Z", "PMID": "", "PMCID": "", "ISSN": "0002-936X", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 8256834", "tags": [ { "tag": "Aged", "type": 1 }, { "tag": "Attitude of Health Personnel", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Nurse-Patient Relations", "type": 1 }, { "tag": "Nursing Care", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 } ], "collections": [ "IBDU23V2" ], "relations": {}, "dateAdded": "2010-09-29T04:02:20Z", "dateModified": "2010-09-29T04:02:20Z" } }, { "key": "QTVF3G5J", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/QTVF3G5J", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/QTVF3G5J", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Brown et al.", "parsedDate": "1993", "numChildren": 1 }, "data": { "key": "QTVF3G5J", "version": 1, "itemType": "book", "title": "Patient Satisfaction Pays: Quality Service for Practice Success", "creators": [ { "creatorType": "author", "firstName": "S. 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"2010-09-29T03:34:44Z", "dateModified": "2010-09-29T03:40:54Z" } }, { "key": "8UZTWGXK", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/8UZTWGXK", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/8UZTWGXK", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Yancy et al.", "parsedDate": "2001", "numChildren": 0 }, "data": { "key": "8UZTWGXK", "version": 1, "itemType": "journalArticle", "title": "Patient Satisfaction in Resident and Attending Ambulatory Care Clinics", "creators": [ { "creatorType": "author", "firstName": "William S.", "lastName": "Yancy" }, { "creatorType": "author", "firstName": "David S.", "lastName": "Macpherson" }, { "creatorType": "author", "firstName": "Barbara H.", "lastName": "Hanusa" }, { "creatorType": "author", "firstName": "Galen E.", "lastName": "Switzer" }, { "creatorType": "author", "firstName": "Robert M.", "lastName": "Arnold" }, { "creatorType": "author", "firstName": "Raquel A.", "lastName": "Buranosky" }, { "creatorType": "author", "firstName": "Wishwa N.", "lastName": "Kapoor" } ], "abstractNote": "", "publicationTitle": "Journal of General Internal Medicine", "publisher": "", "place": "", "date": "11/2001", "volume": "16", "issue": "11", "section": "", "partNumber": "", "partTitle": "", "pages": "755-762", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "J Gen Intern Med", "DOI": "10.1111/j.1525-1497.2001.91005.x", "citationKey": "", "url": "http://onlinelibrary.wiley.com/doi/10.1111/j.1525-1497.2001.91005.x/abstract", "accessDate": "2010-09-29T03:15:32Z", "PMID": "", "PMCID": "", "ISSN": "0884-8734", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "CrossRef", "callNumber": "", "rights": "", "extra": "", "tags": [], "collections": [ "IBDU23V2" ], "relations": {}, "dateAdded": "2010-09-29T03:15:32Z", "dateModified": "2010-09-29T03:15:32Z" } }, { "key": "RGJF2SWV", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/RGJF2SWV", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/RGJF2SWV", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Balkrishnan et al.", "parsedDate": "2003-09", "numChildren": 0 }, "data": { "key": "RGJF2SWV", "version": 1, "itemType": "journalArticle", "title": "Trust and satisfaction with physicians, insurers, and the medical profession", "creators": [ { "creatorType": "author", "firstName": "Rajesh", "lastName": "Balkrishnan" }, { "creatorType": "author", "firstName": "Elizabeth", "lastName": "Dugan" }, { "creatorType": "author", "firstName": "Fabian T", "lastName": "Camacho" }, { "creatorType": "author", "firstName": "Mark A", "lastName": "Hall" } ], "abstractNote": "BACKGROUND: Conceptual or theoretical analysts of trust in medical settings distinguish among markedly different objects or types of trust. However, little is known about how similar or different these types of trust are in reality and the relationship of trust with satisfaction. OBJECTIVES: This exploratory study conducted a comparison among trust in one's personal physician, health insurer, and in the medical profession, and examined whether the relationship between trust and satisfaction differs according to the type of trust in question. RESEARCH DESIGN: Random national telephone survey using validated multi-item measures of trust and satisfaction. SUBJECTS: A total of 1117 individuals aged 20 years and older with health insurance and reporting 2 healthcare professional visits in the past 2 years. RESULTS: Rank-order correlation analyses find that both physician and insurer trust are sensitive to the amount of contact the patient has had and their adequacy of choice in selecting the physician or insurer. Trust in the medical profession stands out as being uniquely related to patients' desire to seek care and their preference for how much control physicians should have in making medical decisions. Adding satisfaction to the models reduced the number of significant predictors of insurance trust disproportionately. CONCLUSIONS: Consistent with theory, we found both substantial similarities and notable differences in the sets of factors that predict 3 different types of trust. Trust and satisfaction are much less distinct with respect to health insurers than with respect to physicians or the medical profession.", "publicationTitle": "Medical Care", "publisher": "", "place": "", "date": "Sep 2003", "volume": "41", "issue": "9", "section": "", "partNumber": "", "partTitle": "", "pages": "1058-1064", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Med Care", "DOI": "10.1097/01.MLR.0000083743.15238.9F", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov.proxy.lib.wayne.edu/pubmed/12972845", "accessDate": "2010-09-29T03:14:42Z", "PMID": "", "PMCID": "", "ISSN": "0025-7079", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 12972845", "tags": [ { "tag": "Adult", "type": 1 }, { "tag": "Aged", "type": 1 }, { "tag": "Aged, 80 and over", "type": 1 }, { "tag": "Dissent and Disputes", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Health Care Surveys", "type": 1 }, { "tag": "Health Services Research", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Insurance Carriers", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Middle Aged", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Physician-Patient Relations", "type": 1 }, { "tag": "Random Allocation", "type": 1 }, { "tag": "Referral and Consultation", "type": 1 }, { "tag": "Telephone", "type": 1 }, { "tag": "Trust", "type": 1 }, { "tag": "United States", "type": 1 } ], "collections": [ "IBDU23V2" ], "relations": {}, "dateAdded": "2010-09-29T03:14:42Z", "dateModified": "2010-09-29T03:14:42Z" } }, { "key": "QZ3VM735", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/QZ3VM735", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/QZ3VM735", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Epstein et al.", "parsedDate": "2004", "numChildren": 0 }, "data": { "key": "QZ3VM735", "version": 1, "itemType": "journalArticle", "title": "Paying Physicians for High-Quality Care", "creators": [ { "creatorType": "author", "firstName": "A. M", "lastName": "Epstein" }, { "creatorType": "author", "firstName": "T. H", "lastName": "Lee" }, { "creatorType": "author", "firstName": "M. B", "lastName": "Hamel" } ], "abstractNote": "", "publicationTitle": "New England Journal of Medicine", "publisher": "", "place": "", "date": "2004", "volume": "350", "issue": "4", "section": "", "partNumber": "", "partTitle": "", "pages": "406", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "", "DOI": "", "citationKey": "", "url": "", "accessDate": "", "PMID": "", "PMCID": "", "ISSN": "", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "Google Scholar", "callNumber": "", "rights": "", "extra": "", "tags": [], "collections": [ "IBDU23V2" ], "relations": {}, "dateAdded": "2010-09-29T03:11:50Z", "dateModified": "2010-09-29T03:11:50Z" } }, { "key": "BBE2ZAJ7", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/BBE2ZAJ7", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/BBE2ZAJ7", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Haas et al.", "parsedDate": "2000", "numChildren": 0 }, "data": { "key": "BBE2ZAJ7", "version": 1, "itemType": "journalArticle", "title": "Is the Professional Satisfaction of General Internists Associated with Patient Satisfaction?", "creators": [ { "creatorType": "author", "firstName": "Jennifer S.", "lastName": "Haas" }, { "creatorType": "author", "firstName": "E. 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C", "lastName": "Thornton" } ], "abstractNote": "", "series": "", "seriesNumber": "", "volume": "", "numberOfVolumes": "", "edition": "", "date": "1992", "publisher": "Waveland Pr Inc", "place": "", "originalDate": "", "originalPublisher": "", "originalPlace": "", "format": "", "numPages": "", "ISBN": "", "DOI": "", "citationKey": "", "url": "", "accessDate": "", "ISSN": "", "archive": "", "archiveLocation": "", "shortTitle": "Health communication", "language": "", "libraryCatalog": "Google Scholar", "callNumber": "", "rights": "", "extra": "", "tags": [], "collections": [ "IBDU23V2" ], "relations": {}, "dateAdded": "2010-09-27T18:39:42Z", "dateModified": "2010-09-27T18:39:42Z" } }, { "key": "BNR48G9P", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/BNR48G9P", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/BNR48G9P", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Buller and Buller", "parsedDate": "1987", "numChildren": 0 }, "data": { "key": "BNR48G9P", "version": 1, "itemType": "journalArticle", "title": "Physicians' communication style and patient satisfaction", "creators": [ { "creatorType": "author", "firstName": "M. K", "lastName": "Buller" }, { "creatorType": "author", "firstName": "D. B", "lastName": "Buller" } ], "abstractNote": "", "publicationTitle": "Journal of Health and Social Behavior", "publisher": "", "place": "", "date": "1987", "volume": "", "issue": "", "section": "", "partNumber": "", "partTitle": "", "pages": "375–388", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "", "DOI": "", "citationKey": "", "url": "", "accessDate": "", "PMID": "", "PMCID": "", "ISSN": "", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "Google Scholar", "callNumber": "", "rights": "", "extra": "", "tags": [], "collections": [ "IBDU23V2" ], "relations": {}, "dateAdded": "2010-09-27T18:38:40Z", "dateModified": "2010-09-27T18:38:40Z" } }, { "key": "BNVS5ZWI", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/BNVS5ZWI", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/BNVS5ZWI", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Blondis and Jackson", "parsedDate": "1982", "numChildren": 0 }, "data": { "key": "BNVS5ZWI", "version": 1, "itemType": "book", "title": "Nonverbal communication with patients: back to the human touch", "creators": [ { "creatorType": "author", "firstName": "M. N", "lastName": "Blondis" }, { "creatorType": "author", "firstName": "B. E", "lastName": "Jackson" } ], "abstractNote": "", "series": "", "seriesNumber": "", "volume": "", "numberOfVolumes": "", "edition": "", "date": "1982", "publisher": "John Wiley & Sons Inc", "place": "", "originalDate": "", "originalPublisher": "", "originalPlace": "", "format": "", "numPages": "", "ISBN": "", "DOI": "", "citationKey": "", "url": "", "accessDate": "", "ISSN": "", "archive": "", "archiveLocation": "", "shortTitle": "Nonverbal communication with patients", "language": "", "libraryCatalog": "Google Scholar", "callNumber": "", "rights": "", "extra": "", "tags": [], "collections": [ "IBDU23V2" ], "relations": {}, "dateAdded": "2010-09-27T18:36:57Z", "dateModified": "2010-09-27T18:36:57Z" } }, { "key": "H7GGP3XR", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/H7GGP3XR", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/H7GGP3XR", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Billimoria and de Traversay", "parsedDate": "1995", "numChildren": 0 }, "data": { "key": "H7GGP3XR", "version": 1, "itemType": "journalArticle", "title": "Access to health care for HMO enrollees in California", "creators": [ { "creatorType": "author", "firstName": "R", "lastName": "Billimoria" }, { "creatorType": "author", "firstName": "J", "lastName": "de Traversay" } ], "abstractNote": "Using predefined guidelines, the California HMO Quality Management Coalition monitored access by HMO members to six different types of health services across provider groups. Results highlight regional differences and point to some significantly poorer scores in the urgent visits and specialty referrals. Design considerations are discussed and suggestions are made for follow-up quality improvement.", "publicationTitle": "Managed Care Quarterly", "publisher": "", "place": "", "date": "1995", "volume": "3", "issue": "3", "section": "", "partNumber": "", "partTitle": "", "pages": "85-90", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Manag Care Q", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov.proxy.lib.wayne.edu/pubmed/10144138", "accessDate": "2010-09-27T17:41:15Z", "PMID": "", "PMCID": "", "ISSN": "1064-5454", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 10144138", "tags": [ { "tag": "Analysis of Variance", "type": 1 }, { "tag": "California", "type": 1 }, { "tag": "Guidelines as Topic", "type": 1 }, { "tag": "Health Maintenance Organizations", "type": 1 }, { "tag": "Health Services Accessibility", "type": 1 }, { "tag": "Outcome Assessment (Health Care)", "type": 1 }, { "tag": "Referral and Consultation", "type": 1 }, { "tag": "Time Management", "type": 1 }, { "tag": "Waiting Lists", "type": 1 } ], "collections": [ "IBDU23V2" ], "relations": {}, "dateAdded": "2010-09-27T17:41:15Z", "dateModified": "2010-09-27T17:41:15Z" } }, { "key": "P2UEA5B3", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/P2UEA5B3", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/P2UEA5B3", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Watt et al.", "parsedDate": "2005-01", "numChildren": 0 }, "data": { "key": "P2UEA5B3", "version": 1, "itemType": "journalArticle", "title": "Patient expectations of emergency department care: phase I--a focus group study", "creators": [ { "creatorType": "author", "firstName": "Denise", "lastName": "Watt" }, { "creatorType": "author", "firstName": "William", "lastName": "Wertzler" }, { "creatorType": "author", "firstName": "Gordon", "lastName": "Brannan" } ], "abstractNote": "OBJECTIVES: To assess patient comprehension of emergency department discharge instructions and to describe other predictors of patient compliance with discharge instructions. METHODS: Patients departing from the emergency department of an inner-city teaching hospital were invited to undergo a structured interview and reading test, and to participate in a follow-up telephone interview 2 weeks later. Two physicians, blinded to the other's data, scored patient comprehension of discharge information and compliance with discharge instructions. Inter-rater reliability was assessed using a kappa-weighted statistic, and correlations were assessed using Spearman's rank correlation coefficient and Fisher's exact test. RESULTS: Of 106 patients approached, 88 (83%) were enrolled. The inter-rater reliability of physician rating scores was high (kappa = 0.66). Approximately 60% of subjects demonstrated reading ability at or below a Grade 7 level. Comprehension was positively associated with reading ability (r = 0.29, p = 0.01) and English as first language (r = 0.27, p = 0.01). Reading ability was positively associated with years of education (r = 0.43, p < 0.0001) and first language (r = 0.24, p = 0.03), and inversely associated with age (r = -0.21, p = 0.05). Non-English first language and need for translator were associated with poorer comprehension of discharge instructions but not related to compliance. Compliance with discharge instructions was correlated with comprehension (r = 0.31, p = 0.01) but not associated with age, language, education, years in anglophone country, reading ability, format of discharge instructions, follow-up modality or association with a family physician. CONCLUSIONS: Emergency department patients demonstrated poor reading skills. Comprehension was the only factor significantly related to compliance; therefore, future interventions to improve compliance with emergency department instructions will be most effective if they focus on improving comprehension.", "publicationTitle": "CJEM: Canadian Journal of Emergency Medical Care = JCMU: Journal Canadien De Soins Médicaux D'urgence", "publisher": "", "place": "", "date": "Jan 2005", "volume": "7", "issue": "1", "section": "", "partNumber": "", "partTitle": "", "pages": "12-16", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "CJEM", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov.proxy.lib.wayne.edu/pubmed/17355648", "accessDate": "2010-08-23T20:58:28Z", "PMID": "", "PMCID": "", "ISSN": "1481-8035", "archive": "", "archiveLocation": "", "shortTitle": "Patient expectations of emergency department care", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 17355648", "tags": [], "collections": [], "relations": {}, "dateAdded": "2010-08-23T20:58:28Z", "dateModified": "2010-08-23T20:58:28Z" } }, { "key": "XRVKN7JT", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/XRVKN7JT", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/XRVKN7JT", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "numChildren": 0 }, "data": { "key": "XRVKN7JT", "version": 1, "itemType": "webpage", "title": "PubMed Access to Care Collection", "creators": [], "abstractNote": "", "websiteTitle": "", "websiteType": "", "date": "", "publisher": "", "place": "", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/sites/myncbi/collections/public/1RoM1t1F31dJ5dnweKwal_h/", "accessDate": "2010-08-23T19:12:55Z", "shortTitle": "", "language": "", "rights": "", "extra": "", "tags": [], "collections": [], "relations": {}, "dateAdded": "2010-08-23T19:12:55Z", "dateModified": "2010-08-23T19:14:38Z" } }, { "key": "WV7EXBG2", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/WV7EXBG2", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/WV7EXBG2", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Williams et al.", "parsedDate": "1998-11", "numChildren": 0 }, "data": { "key": "WV7EXBG2", "version": 1, "itemType": "journalArticle", "title": "The meaning of patient satisfaction: an explanation of high reported levels", "creators": [ { "creatorType": "author", "firstName": "B", "lastName": "Williams" }, { "creatorType": "author", "firstName": "J", "lastName": "Coyle" }, { "creatorType": "author", "firstName": "D", "lastName": "Healy" } ], "abstractNote": "The social policy background to the proliferation of patient satisfaction surveys is a desire for increased patient representation and participation. Within this context, it is assumed that satisfaction surveys embody patients' evaluations of services. However, as most surveys report high satisfaction levels, the interpretation of satisfaction as the outcome of an active evaluation has been called into question. The aim of this study is to identify whether and how service users evaluate services. This was made possible through unstructured in-depth interviews with users of mental health services and through more structured discussion around their responses on a patient satisfaction questionnaire (CSQ 18B) whose psychometric properties has been well documented. Twenty-nine people with current or recent contact with mental health services within the British National Health Service were interviewed. The data revealed that service users frequently described their experiences in positive or negative terms. However, the process by which these experiences were transformed into \"evaluations\" of the service was complex. Consequently, many expressions of \"satisfaction\" on the CSQ 18B hid a variety of reported negative experiences. An explanation for this lack of correspondence is outlined.", "publicationTitle": "Social Science & Medicine (1982)", "publisher": "", "place": "", "date": "Nov 1998", "volume": "47", "issue": "9", "section": "", "partNumber": "", "partTitle": "", "pages": "1351-1359", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Soc Sci Med", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/9783878", "accessDate": "2010-08-23T18:54:07Z", "PMID": "", "PMCID": "", "ISSN": "0277-9536", "archive": "", "archiveLocation": "", "shortTitle": "The meaning of patient satisfaction", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 9783878", "tags": [ { "tag": "Bias (Epidemiology)", "type": 1 }, { "tag": "Decision Trees", "type": 1 }, { "tag": "Emotions", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Health Care Surveys", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Interviews as Topic", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Mental Health Services", "type": 1 }, { "tag": "Outcome and Process Assessment (Health Care)", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Psychometrics", "type": 1 }, { "tag": "Questionnaires", "type": 1 }, { "tag": "Reproducibility of Results", "type": 1 }, { "tag": "State Medicine", "type": 1 }, { "tag": "Wales", "type": 1 } ], "collections": [], "relations": {}, "dateAdded": "2010-08-23T18:54:07Z", "dateModified": "2010-08-23T18:54:07Z" } }, { "key": "UP4I2SGD", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/UP4I2SGD", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/UP4I2SGD", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Dansky and Miles", "parsedDate": "1997", "numChildren": 0 }, "data": { "key": "UP4I2SGD", "version": 1, "itemType": "journalArticle", "title": "Patient satisfaction with ambulatory healthcare services: waiting time and filling time", "creators": [ { "creatorType": "author", "firstName": "K H", "lastName": "Dansky" }, { "creatorType": "author", "firstName": "J", "lastName": "Miles" } ], "abstractNote": "Customer satisfaction is an important measure of service quality in healthcare organizations. This study investigated the relationship between patient waiting and satisfaction with ambulatory healthcare services, with waiting times divided into segments of the patient-care episode. Two management techniques to alter perceptions of waiting were also examined. Regression models measuring the effect of waiting times on satisfaction found that the total time spent waiting for the clinician was the most significant predictor of patient satisfaction. Informing patients how long their wait would be and being occupied during the wait were also significant predictors of patient satisfaction. These results show that waiting times, even if they cannot be shortened, can be managed more effectively to improve patient satisfaction.", "publicationTitle": "Hospital & Health Services Administration", "publisher": "", "place": "", "date": "1997", "volume": "42", "issue": "2", "section": "", "partNumber": "", "partTitle": "", "pages": "165-177", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Hosp Health Serv Adm", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/10167452", "accessDate": "2010-08-23T18:48:48Z", "PMID": "", "PMCID": "", "ISSN": "8750-3735", "archive": "", "archiveLocation": "", "shortTitle": "Patient satisfaction with ambulatory healthcare services", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 10167452", "tags": [ { "tag": "Acute Disease", "type": 1 }, { "tag": "Adult", "type": 1 }, { "tag": "Ambulatory Care Facilities", "type": 1 }, { "tag": "Appointments and Schedules", "type": 1 }, { "tag": "Female", "type": 1 }, { "tag": "Health Care Surveys", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Male", "type": 1 }, { "tag": "Patient Satisfaction", "type": 1 }, { "tag": "Student Health Services", "type": 1 }, { "tag": "Time Management", "type": 1 }, { "tag": "United States", "type": 1 }, { "tag": "Universities", "type": 1 }, { "tag": "Waiting Lists", "type": 1 } ], "collections": [], "relations": {}, "dateAdded": "2010-08-23T18:48:48Z", "dateModified": "2010-08-23T18:48:48Z" } }, { "key": "NQ47T4GD", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/NQ47T4GD", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/NQ47T4GD", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "DeLaurentis et al.", "parsedDate": "2006", "numChildren": 0 }, "data": { "key": "NQ47T4GD", "version": 1, "itemType": "conferencePaper", "title": "Open Access Appointment Scheduling—An Experience At A Community Clinic", "creators": [ { "creatorType": "author", "firstName": "Po-Ching", "lastName": "DeLaurentis" }, { "creatorType": "author", "firstName": "Renata", "lastName": "Kopach" }, { "creatorType": "author", "firstName": "Rardin", "lastName": "Ronald" }, { "creatorType": "author", "firstName": "Mark", "lastName": "Lawley" }, { "creatorType": "author", "firstName": "Kumar", "lastName": "Muthuraman" }, { "creatorType": "author", "firstName": "Wan", "lastName": "Hong" }, { "creatorType": "author", "firstName": "Leyla", "lastName": "Ozsen" }, { "creatorType": "author", "firstName": "Paul", "lastName": "Intrevado" } ], "abstractNote": "This study concerns the execution of open access appointment scheduling system at an urban outpatient clinic. The clinic underwent a change of its patient appointment scheduling policy from the traditional up-to-one- year fixed booking to the same-day appointment open access system. In this study, we developed a queueing network and a simulation model that help the decision making process of the clinic’s scheduling policy. From the analytical results and anecdotal evidence, we also discovered the important factors for successfully implementing of open access.", "proceedingsTitle": "Proceedings of 2006 IIE Annual Conference and Exposition", "conferenceName": "", "publisher": "", "place": "Orlando, FL", "date": "2006", "eventPlace": "", "volume": "", "issue": "", "numberOfVolumes": "", "pages": "", "series": "", "seriesNumber": "", "DOI": "", "ISBN": "", "citationKey": "", "url": "http://web.mac.com/leyla_ozsen/Site/Publications_files/IERC06%20open%20access%20paper%20final%20v11.pdf", "accessDate": "2010-05-17T18:37:55Z", "ISSN": "", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "", "callNumber": "", "rights": "", "extra": "School of Industrial Engineering, Purdue niversity, West Lafayette, IN 47907, U.S.A.", "tags": [], "collections": [], "relations": {}, "dateAdded": "2010-05-17T18:37:55Z", "dateModified": "2010-08-23T18:06:37Z" } }, { "key": "K5G495JV", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/K5G495JV", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/K5G495JV", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Qu and Shi", "parsedDate": "2009-03", "numChildren": 0 }, "data": { "key": "K5G495JV", "version": 1, "itemType": "journalArticle", "title": "Effect of two-level provider capacities on the performance of open access clinics", "creators": [ { "creatorType": "author", "firstName": "Xiuli", "lastName": "Qu" }, { "creatorType": "author", "firstName": "Jing", "lastName": "Shi" } ], "abstractNote": "The successful implementation of open access scheduling requires the match of daily healthcare provider capacity and patient demand at the high level of total capacity and the low levels of individual capacities for different types of appointments. In this paper, we introduce 12 scheduling rules for determining the two-level provider capacities and compare them in terms of four performance metrics: the probabilities of granting requests for fixed and open appointments, and the expectation and the variance of the number of patients consulted. Our analytical results show that adjusting low level provider capacities can reduce the difference between the two probabilities. When the ratios of low level capacities to the high level provider capacity are fixed, the two probabilities increase with the increase in the high level capacity. Meanwhile, our numerical results demonstrate that the expectation and the variance of the number of patients consulted increase with the increase in the high level capacity. The results provide insights in determining optimal two-level provider capacities to match daily patient demand. Potential approaches to optimality are also proposed based on the results.", "publicationTitle": "Health Care Management Science", "publisher": "", "place": "", "date": "Mar 2009", "volume": "12", "issue": "1", "section": "", "partNumber": "", "partTitle": "", "pages": "99-114", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Health Care Manag Sci", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/19938445", "accessDate": "2010-08-23T17:47:40Z", "PMID": "", "PMCID": "", "ISSN": "1386-9620", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 19938445", "tags": [ { "tag": "Algorithms", "type": 1 }, { "tag": "Ambulatory Care Facilities", "type": 1 }, { "tag": "Appointments and Schedules", "type": 1 }, { "tag": "Efficiency, Organizational", "type": 1 }, { "tag": "Health Services Accessibility", "type": 1 }, { "tag": "Humans", "type": 1 } ], "collections": [], "relations": {}, "dateAdded": "2010-08-23T17:47:40Z", "dateModified": "2010-08-23T17:47:40Z" } }, { "key": "5ZTS9QHK", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/5ZTS9QHK", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/5ZTS9QHK", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Kopach et al.", "parsedDate": "2007-06", "numChildren": 0 }, "data": { "key": "5ZTS9QHK", "version": 1, "itemType": "journalArticle", "title": "Effects of clinical characteristics on successful open access scheduling", "creators": [ { "creatorType": "author", "firstName": "Renata", "lastName": "Kopach" }, { "creatorType": "author", "firstName": "Po-Ching", "lastName": "DeLaurentis" }, { "creatorType": "author", "firstName": "Mark", "lastName": "Lawley" }, { "creatorType": "author", "firstName": "Kumar", "lastName": "Muthuraman" }, { "creatorType": "author", "firstName": "Leyla", "lastName": "Ozsen" }, { "creatorType": "author", "firstName": "Ron", "lastName": "Rardin" }, { "creatorType": "author", "firstName": "Hong", "lastName": "Wan" }, { "creatorType": "author", "firstName": "Paul", "lastName": "Intrevado" }, { "creatorType": "author", "firstName": "Xiuli", "lastName": "Qu" }, { "creatorType": "author", "firstName": "Deanna", "lastName": "Willis" } ], "abstractNote": "Many outpatient clinics are experimenting with open access scheduling. Under open access, patients see their physicians within a day or two of making their appointment request, and long-term patient booking is very limited. The hope is that these short appointment lead times will improve patient access and reduce uncertainty in clinic operations by reducing patient no-shows. Practice shows that successful implementation can be strongly influenced by clinic characteristics, indicating that open access policies must be designed to account for local clinical conditions. The effects of four variables on clinic performance are examined: (1) the fraction of patients being served on open access, (2) the scheduling horizon for patients on longer-term appointment scheduling, (3) provider care groups, and (4) overbooking. Discrete event simulation, designed experimentation, and data drawn from an intercity clinic in central Indiana are used to study the effects of these variables on clinic throughput and patient continuity of care. Results show that, if correctly configured, open access can lead to significant improvements in clinic throughput with little sacrifice in continuity of care.", "publicationTitle": "Health Care Management Science", "publisher": "", "place": "", "date": "Jun 2007", "volume": "10", "issue": "2", "section": "", "partNumber": "", "partTitle": "", "pages": "111-124", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Health Care Manag Sci", "DOI": "", "citationKey": "", "url": "http://www.ncbi.nlm.nih.gov/pubmed/17608053", "accessDate": "2010-08-23T17:45:10Z", "PMID": "", "PMCID": "", "ISSN": "1386-9620", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "NCBI PubMed", "callNumber": "", "rights": "", "extra": "PMID: 17608053", "tags": [ { "tag": "Ambulatory Care Facilities", "type": 1 }, { "tag": "Appointments and Schedules", "type": 1 }, { "tag": "Health Services Accessibility", "type": 1 }, { "tag": "Humans", "type": 1 }, { "tag": "Models, Organizational", "type": 1 }, { "tag": "Time Factors", "type": 1 } ], "collections": [], "relations": {}, "dateAdded": "2010-08-23T17:45:10Z", "dateModified": "2010-08-23T17:45:10Z" } }, { "key": "8PTURBNF", "version": 1, "library": { "type": "group", "id": 18339, "name": "Access to Care_ Public Collection", "links": { "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/18339/items/8PTURBNF", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/access_to_care__public_collection/items/8PTURBNF", "type": "text/html" } }, "meta": { "createdByUser": { "id": 15778, "username": "abdymoghaddam", "name": "Abdy Moghaddam", "links": { "alternate": { "href": "https://www.zotero.org/abdymoghaddam", "type": "text/html" } } }, "creatorSummary": "Tricare", "parsedDate": "2000-08-01", "numChildren": 0 }, "data": { "key": "8PTURBNF", "version": 1, "itemType": "document", "title": "Tricare Standardized Appointment Types Operational Definitions & Scenarios", "creators": [ { "creatorType": "author", "firstName": "", "lastName": "Tricare" } ], "abstractNote": "", "type": "", "date": "1 August 2000", "publisher": "Tricare Management Activity", "place": "", "DOI": "", "citationKey": "", "url": "http://www.tricare.mil/tma/tai/downloads/policies/Operational_Definitions_Scenarios.pdf", "accessDate": "", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "", "callNumber": "", "rights": "", "extra": "", "tags": [], "collections": [], "relations": {}, "dateAdded": "2010-05-17T20:52:41Z", "dateModified": "2010-08-23T17:28:49Z" } } ]